Abhishek Mohan

Responsible for overall operations and people management / performance / leave and attrition and process improvement. Meet defined targets as per SLA and also responsible for customer satisfaction score. Driving Operational Excellence (Six Sigma) projects to reduce cost and manpower. Implemented new staff training process, incentive program, and career advancement initiatives. Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery; service quality norms.

Analyze & monitor transactional monitoring (For US & UK Process). Perform call audits and RCA. Publishing Management & Operations Quality reporting. People Management including feedback, attrition management, Performance Improvement Plans & tracking. Lead new Process Transition - Implemented and initiated the new process at offshore site at Dubai UAE.

Handled team of 20+ advisors, responsible for team growth, target and SLA meets (US Voice Process). Allocating daily jobs and workloads & training new team members. Managed team performance and progress & look for Continuous Opportunities.

Provide feedback at an agent level improvement through regular audits and providing instant feedback/coaching. Identify grey areas and potential business failures; devise mechanism for its prevention and elimination as per Six Sigma Methodology (FMEA). Perform RCA (root cause analysis) & provide operational insights to improve operations effectiveness. Monitor recorded/Live customer service transactions and score them according to specific quality standards.

Provided Software support - Voice and Remote Support. Improvised with key words, handling objections and using product/service benefits to enhance customers experience. Handled irate/demanding customers.

Part of Dell Technical process providing support for Desktop and printers for US customers (Voice Process).

10 weeks' program.